2nd Line IT Support Engineer

• Act as the primary technical escalation point for 1st Line IT Support.
• Diagnose and resolve complex 2nd Line infrastructure and end-user issues.
• Support and administer Microsoft 365 and Exchange Online.
• Provide VMware VDI support across a branch estate supporting approximately 240 users.
• Support and manage network infrastructure, including firewalls and switches.
• Work with Palo Alto perimeter security and Juniper networking technologies.
• Support the wider Microsoft-first infrastructure environment.
• Work with technologies including Intune, Autopilot, Entra ID and NinjaOne.
• Support backup and infrastructure technologies, including Veeam.
• Investigate recurring issues and identify root causes rather than relying on temporary fixes.
• Work alongside the existing 2nd Line Technician to provide effective technical support.
• Participate in infrastructure projects and technology improvements.
• Work within formal change-control processes.
• Maintain accurate technical documentation.
• Support the ongoing IT transformation programme.
• Ensure solutions are implemented securely and in line with organisational policies.
• Support non-technical users with a calm, patient and professional approach.
• Explain complex technical issues clearly.
• Take ownership of issues and resolve them properly to prevent recurrence.

Technologies:

• Active Directory
• Firewall
• Support
• ITIL
• Microsoft 365
• Network
• Security
• VMware
• Veeam
• Windows
• Office 365

• Proven 2nd Line technical competence.
• Demonstrable hands-on experience in Microsoft 365 administration.
• Demonstrable hands-on experience in Exchange Online.
• Demonstrable hands-on experience in Entra ID / Active Directory.
• Demonstrable hands-on experience in Intune and device management.
• Demonstrable hands-on experience in Windows infrastructure and desktop support.
• Demonstrable hands-on experience in VMware / VDI environments.
• Demonstrable hands-on experience in networking and troubleshooting.
• Demonstrable hands-on experience in firewall and switch administration.
• Demonstrable hands-on experience in backup technologies.
• Demonstrable hands-on experience in infrastructure troubleshooting and problem management.
• Excellent written and verbal communication.
• Strong customer service skills.
• A stable and explainable employment history.
• Experience working within structured processes.
• A strong information-security mindset.
• The ability to work within controlled change processes.
• A genuine approach to diagnosing and resolving technical problems.
• ITIL knowledge or certification is desirable.
• Familiarity with ISO 27001 is desirable.
• Previous experience working within a regulated environment is desirable.
• Strong understanding of incident, problem and change management is desirable.

We are an established IT team supporting approximately 500 employees across a national branch network, with a modern Microsoft-first infrastructure and a branch VDI environment supporting around 240 users. This is an office-based role in Manchester, working alongside an existing 2nd Line Technician in a regulated environment where security, documentation and change discipline are important. We offer exposure to a broad infrastructure environment, involvement in infrastructure projects and technology improvements, and participation in an ongoing IT transformation programme. The recruitment process includes a practical technical assessment so candidates can demonstrate how they approach technical problems and service-focused support.